Executive, Online Sales

Job Description

Job Summary
Responsible for driving Umrah package sales through online and digital channels, managing customer inquiries and leads, and ensuring a smooth customer journey from initial inquiry through booking and payment.

Key Responsibilities

• Manage and respond to customer inquiries and leads received through online channels, including WhatsApp, social media, website, and other digital platforms.
• Promote and sell Umrah packages based on customers’ needs, preferences, and budget.
• Follow up with prospective customers and convert online leads into confirmed bookings.
• Achieve assigned monthly sales targets and key performance indicators (KPIs).
• Provide accurate information regarding Umrah packages, pricing, schedules, accommodation, flights, and other travel arrangements.
• Assist customers throughout the booking process, including registration, payment, and required documentation.
• Maintain accurate and up-to-date customer and sales records in the relevant systems.
• Coordinate with Operations, Customer Service, Finance, and other relevant teams to ensure smooth booking and fulfilment.
• Monitor and follow up on pending payments, bookings, and customer requests.
• Build and maintain good relationships with customers to encourage repeat bookings and referrals.
• Monitor online sales performance, lead conversion, and customer feedback, and provide regular reports to the supervisor/manager.
• Support online sales campaigns, promotions, and other initiatives to increase Umrah sales.
• Stay updated on Umrah products, packages, market trends, and competitor offerings.
• Handle customer concerns professionally and escalate complex issues to the relevant team when required.
• Perform other duties and ad-hoc assignments as assigned by the supervisor/manager.

Requirements

• Diploma or Bachelor’s degree in Business, Marketing, Tourism, Hospitality, or a related field.
• Minimum 1–2 years of experience in online sales, telesales, travel, tourism, or customer service. Experience in Umrah/Hajj sales will be an advantage.
• Strong communication and interpersonal skills, with the ability to engage customers professionally through online channels.
• Proven ability to follow up on leads and achieve sales targets.
• Customer-oriented with strong negotiation and persuasion skills.
• Comfortable handling a high volume of customer inquiries and leads through WhatsApp, social media, and other digital platforms.
• Good understanding of digital sales and online customer engagement.
• Good knowledge of Umrah packages, travel arrangements, or the Muslim travel market is an advantage.
• Able to work independently while also collaborating effectively with internal teams.
• Good organisational skills with strong attention to detail, particularly when handling customer information and travel documents.
• Proficient in Microsoft Office/Google Workspace and familiar with CRM or sales systems.
• Fluent in Bahasa Indonesia and good command of English. Arabic or Malay language skills would be an advantage.
• Willing to work flexible hours, weekends, or public holidays when required, particularly during peak Umrah seasons.
• Target-driven, proactive, responsible, and able to work in a fast-paced environment.